Esthetician Support Specialist

Face Reality Skincare; San Ramon (CA); Hybrid; USD 42,705 - 45,460; Full time

Benefits offered by this job

Full benefits package

Yearly bonus

Job summary

Face Reality Skincare in San Ramon, California seeks an Esthetician Support Specialist to enhance the onboarding and support of Acne Experts through customer service. Responsibilities include training, real-time support, and issue resolution while utilizing tools like Zoho and Shopify. The ideal candidate has an Esthetics License and relevant customer service experience. The position offers a salary of $31-$33 per hour plus bonuses and benefits in a hybrid work environment.

Qualifications

• 1+ years experience in customer support or similar customer-facing role required.
• Minimum 1-2 years hands-on facial treatment experience desired.
• Strong verbal and written communication skills are essential.

Responsibilities

• Support onboarding of new Acne Experts.
• Serve as frontline support for Acne Experts.
• Engage with Acne Experts through community channels.

Skills

Esthetics License

Customer support experience

Problem solving

Communication skills

Organizational skills

Skincare knowledge

Education

Esthetics License

Tools

Zoho

Shopify

Microsoft 365

Job description

About Face Reality:

Face Reality Skincare was created with one goal: to give people clear skin for good. With over 50 million people experiencing the physical and emotional toll of acne each year in the US, we made it our mission to develop an effective way to achieve clear skin through our clinically verified Clear Skin MethodTM, an adaptive method combining in‑clinic treatments from certified skincare professionals, personalized at‑home product routines and lifestyle guidance. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Our Core Values

Integrity, Inclusion, Collaboration, Adaptability, Accessibility

About the role

The Esthetician Support Specialist is crucial facilitating seamless onboarding, ongoing support, and long‑term success of our Acne Experts utilizing Face Reality’s Clear Skin Method treatments. By delivering exceptional customer service, demonstrating strong and growing protocol knowledge, and resolving issues in real time during daily interactions, this position helps ensure a consistent, high‑quality experience for our Acne Expert community while supporting operational efficiency.

This position is a Hybrid position working 8 am‑4:30 pm out of our Danville office Tuesday‑Thursday and remotely Mondays and Fridays. This position is not eligible for visa sponsorship. Candidates must have authorization to work in the US without current or future sponsorship.

Key Responsibilities

Onboarding and Training

Support the onboarding of new Acne Experts by reinforcing protocol adherence, system usage, and effective application of Face Reality’s Clear Skin Method. Identify and help close knowledge gaps through real‑time guidance and follow‑up.

Real‑Time Support

Serve as frontline support for Acne Experts by promptly answering inbound calls and inquiries, troubleshooting issues, and providing clear, accurate solutions across phone, email, and support channels.

Customer Engagement

Engage with Acne Experts through approved community channels, including the Pro Facebook group, by responding to questions, providing guidance, and reinforcing best practices.

Sales Collaboration

Collaborate with the sales team as needed to support a smooth customer experience, ensuring Acne Experts receive accurate information and appropriate hand‑off support when necessary.

Issue Resolution

Investigate and resolve protocol, product, treatment, and system‑related inquiries. Partner with IT, digital product, or internal teams when escalation is required, maintaining ownership through resolution.

Systems & Tools

Utilize Zoho, Shopify, LearnWorlds, Microsoft 365 Products and other internal systems to manage inbound requests, track cases, document interactions, and maintain accurate records. Develop system proficiency quickly to support efficient issue resolution and reporting.

Product & Protocol Knowledge

Build and maintain a strong working knowledge of Face Reality products and treatment protocols, with an expectation of increasing independence and confidence over time.

Educational Support

Support ongoing education efforts by reinforcing existing resources, updates, and best practices shared by the education, marketing, and clinic teams.

Documentation

Maintain accurate and timely documentation in internal systems, including case notes, data entry, reporting, and related records.

What Success Looks Like

Success in this role is demonstrated by the ability to quickly ramp and confidently support Acne Experts in real time. Within the first 90 days, the Esthetician Support Specialist is expected to independently handle inbound calls and inquiries, accurately address the majority of protocol and product questions, and demonstrate strong working knowledge of Face Reality systems, including Zoho and Shopify. A successful Esthetician Support Specialist is reliable, responsive, and takes ownership of issues through resolution while maintaining accurate system documentation.

Qualifications and Skills Needed

Esthetics License required, with a genuine interest in professional skincare and ongoing education. 1+ years of experience in customer support, client service, call center, or similar customer‑facing role preferred, with comfort handling inbound inquiries and real‑time problem solving.

Minimum 1–2 years of hands‑on facial treatment experience in a treatment room environment. Demonstrated ability to troubleshoot and resolve issues effectively during phone‑based interactions. Foundational knowledge of skincare protocols, with acne treatment experience preferred. Strong verbal and written communication skills, with confidence speaking on the phone. Comfort learning and using internal systems and tools (Zoho experience preferred). Excellent organizational skills with the ability to multitask, prioritize, and manage time effectively in a fast‑paced environment. Ability to work toward and adhere to daily performance expectations, including call handling, responsiveness, documentation quality, and accuracy.

At Face Reality you will have the opportunity to

Partake in and contribute to a high‑growth brand journey. Be part of a high‑performing growing team. Contribute to executing initiatives across professional channels.

Physical Demands

Must be able to lift and carry objects weighing up to 25 pounds. Ability to stand, walk, and bend for extended periods. Excellent hand‑eye coordination and manual dexterity. Ability to move around the office including stooping, crouching, and/or kneeling to troubleshoot issues. Must possess a valid driver’s licence and have a clean driving record. Ability to perform repetitive tasks with accuracy and attention to detail. Must be able to communicate effectively in verbal and written form. Comfortable lifting, pushing, and pulling equipment and materials. Comfortable using a computer, keyboard, and mouse.

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Salary: $31‑$33 per hour plus yearly bonus and full benefits package.